Dispatch & Scheduling Coordinator

Wanzl North America•Richfield, OH

About The Position

The Dispatch & Scheduling Coordinator centrally plans, assigns, and monitors field technician work across the Service organization. The role schedules preventive maintenance, on-call service, surveys, installation support, and other assigned field activities based on customer priority, service commitments, technician skill, geographic coverage, capacity, parts readiness, and travel efficiency. The coordinator maintains accurate schedules and work-order information, manages daily changes, and communicates appointment and service-status updates to internal teams and customer contacts. Working closely with the Operations Manager, Senior Field Service Managers, and Project Managers, the coordinator identifies and resolves scheduling constraints. The position serves as the central scheduling authority and escalates capacity, coverage, and service-level risks that require management action. WNA is a solution provider focused on retail and distribution, headquartered in the Charlotte Metro Area, North Carolina. It has around 500 employees and approximately $200 million in sales. WNA is part of the Wanzl Group, headquartered in Germany, which has 12 plants in 8 countries.

Requirements

Associate degree or equivalent relevant work experience required.
Ability to manage multiple technicians, customers, priorities, deadlines, and schedule changes in a time-sensitive environment.
Strong organizational, prioritization, problem-solving, and decision-making skills.
High level of accuracy and attention to detail when maintaining schedules and work-order information.
Clear written and verbal communication skills, including the ability to provide instructions and escalate risks with supporting facts.
Proficiency with Microsoft Outlook, Excel, Teams, and other Microsoft 365 applications.
Ability to learn MSI Service Pro, SAP, customer portals, and future scheduling technology.
Collaborative work style and ability to coordinate across Operations, Field Service, Project Management, Service Administration, and customer teams.

Nice To Haves

Bachelor’s degree preferred.
Experience in dispatch, scheduling, field service, customer service, logistics, workforce planning, or service coordination preferred.
Experience with field-service management, dispatch, routing, ERP, or customer work-order systems preferred.

Responsibilities

Build and maintain daily, weekly, and forward-looking technician schedules in MSI Service Pro and other approved systems.
Create, prioritize, assign, and dispatch service orders for preventive maintenance, on-call service, surveys, installation support, and other field activities.
Match technicians to assignments based on customer priority, SLA requirements, skill, certification, geography, capacity, parts readiness, and job complexity.
Monitor schedules throughout the workday and adjust assignments for emergencies, cancellations, delays, technician absences, job overruns, or changing customer needs.
Maintain visibility of scheduled, unassigned, overdue, deferred, and at-risk work, and escalate capacity or coverage constraints to the Operations Manager.
Coordinate schedule priorities and technician availability with the Operations Manager and Senior Field Service Managers.
Confirm work orders include site contacts, appointment windows, access instructions, asset details, scope, parts, tools, and customer requirements before dispatch.
Coordinate parts, equipment, vehicle, and job-readiness needs with Fleet & Inventory, Project Managers, and other internal resources.
Acknowledge incoming service requests and provide timely appointment, scheduling, and work-status communication to approved internal and customer contacts.
Monitor response times, appointment commitments, preventive maintenance windows, and service-level requirements, and coordinate recovery scheduling when commitments are at risk.
Maintain accurate technician assignments, priorities, appointment dates, statuses, and scheduling notes in internal systems and customer portals.
Review system exception reports and follow up on unassigned, overdue, inactive, or incorrectly coded work orders.
Prepare daily and weekly workload, technician-capacity, and geographic-coverage views for Service leadership.
Support technician territory alignment based on customer locations, business volume, skill requirements, and travel efficiency.
Provide accurate scheduling data to the Manager, Service Business & Controls for dashboards and formal reporting.
Document scheduling procedures, identify workflow improvements, and support implementation of routing, dispatch, and field-service technology.
Perform other related duties and responsibilities as assigned by management.